Retonya Robinson
Riverdale,GA
Summary
Proven track record at State Farm Insurance, excelling in underwriting, data analysis, and customer service. Leveraged expertise in credit analysis and risk assessment to enhance decision-making processes. Demonstrated strong team management and problem-solving skills, significantly improving service delivery and operational efficiency.
Overview
14
14
years of professional experience
Work History
Business Lines Contact Center Underwriter
State Farm Insurance
06.2018 - Current
- Analyze credit, income, compliance, title documents, and appraisals during underwriting process.
- Document underwriting decisions and provided evidence of compliance with applicable regulations.
- Provide excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Facilitate approval and denial recommendations by determining accurate risk levels.
- Evaluate property and casualty insurance applications and supplementary documentation to assess risk profiles and exposure levels for BOP, RES and Audited products.
- Negotiate policy conditions. terms and premiums to effectively mitigate risks while maintaining competitive pricing and profitability objectives.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
Learning Delivery Facilitator
State Farm Insurance
09.2024 - 06.2025
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Deployed and administer level appropriate content to identified required audiences.
- Research and consults on the development needs of modern learners.
- Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Effectively communicated information around business area programs and material developed for the Enterprise.
Customer Service Specialist
State Farm Insurance
05.2012 - 06.2018
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Critically evaluated policies, ensuring completeness and adherence to all required components through attention to detail and investigative research for Personal Lines Fire products.
- Maintained focus and resourcefulness, engaging with customers to identify and address adverse situations proactively.
CCC Support - Randstad
State Farm Insurance
03.2011 - 05.2012
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite technical support for internal customers.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by promptly addressing problems reported by internal customers.
Education
Bachelor of Science - Business Management
Shorter University
Rome, GA05.2018
Skills
- Underwriting guidelines
- Analyzing data
- Documentation Review
- Risk Assessment
- Chat via BOT
- Escalations
- Team Management
- Quality Assurance
- Application Review
- Learning Facilitator
- Credit analysis
- Data Collection
Additional Information
Corporate Responsibility:
Change Ambassador 2023 to Current
Diversity and Inclusion Champion 2024
Women In Technology 2022 to 2023
Timeline
Learning Delivery Facilitator
State Farm Insurance
09.2024 - 06.2025
Business Lines Contact Center Underwriter
State Farm Insurance
06.2018 - Current
Customer Service Specialist
State Farm Insurance
05.2012 - 06.2018
CCC Support - Randstad
State Farm Insurance
03.2011 - 05.2012
Bachelor of Science - Business Management
Shorter University
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